Ambs Call Center

BACKGROUND

Please describe your company and your position there.

IMPACT is a digital sales and marketing agency focused on teaching and education our customers how to become the best inbound and digital content (written, video, etc.) creators in their industries to power their sales growth. My role in the organization is to drive innovation and growth of our organization through the voice of the customer.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Ambs Call Center?

Most of the incoming calls that we receive were, and still continue to be unsolicited telemarketing calls and sales calls which has been detrimental to the availability and productivity of several of our team members who are stuck navigating those calls. Therefore, we wanted to protect the time of our team members and work with an outsourced company to do so.

What were your goals for this project?

Our goal was to free up the time of our team members who were spending hours each day answering the phone. At the same time, we wanted to represent our brand well with a professional and caring service.

SOLUTION

How did you select this vendor?

AMBS Call Center has been a client of ours for a number of years, and when it came time to consider what service and company we should go with, it was only natural to include them as part of our review process. Having known their team, business model, and types of clients that they serve as part of our working relationship for so long, it was clear there was a great needs and culture fit between our organizations.

We like working with businesses that are like us: incredibly friendly, professional, caring, flexible, transparent, and can move as quickly as we do. Also, the fact that they're representatives are 100% based in the US was a major deciding factor for us.

Describe the project in detail.

Integrating their services was fast an easy. They have a tried and true way of aligning with how we do things here as part of their onboarding program. We're currently using their call answering and transfer switchboard services on a monthly basis and it perfectly matches the flexibility that we need.

What was the team composition?

AMBS has very well-staffed team and there's never a worry on our side that our phones won't be answered by a qualified, professional individual.

RESULTS & FEEDBACK

Can you share any outcomes from the project that demonstrate progress or success?

It's allowed the team members that used to have to spend time answer calls to reinvest their time into more important areas of the business, helping to not only push the company forward, but also advance their careers in other ways. This is clearly visible as we track our team members monthly priorities and progress towards their goals. This is exactly what we were hoping to achieve as a major part of our relationship with AMBS.

How effective was the workflow between your team and theirs?

Onboarding was quick and easy and we knew the steps we had to take to get started. We met a few times at the beginning of the relationship to review our call metrics, and the right monthly plan was selected, and script was developed very shortly thereafter.

What did you find most impressive about this company?

The process between the initial purchase to getting where we needed to be as an organization was frictionless. There are so many friendly faces at the company, you feel more like they're an extension of your own team as opposed to a "outsourced vendor."

Are there any areas for improvement?

Can't think of anything.

BACKGROUND

Introduce your business and what you do there.

I’m the emergency preparedness coordinator in the Barry-Eaton District Health Department, a public health service that serves two counties in Michigan. We provide a wide variety of services, from restaurant food safety inspections to the Women, Infants, and Children (WIC) nutrition program. 

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Ambs Call Center?

We needed a way for the public to contact us on weekdays between 5 PM–8 AM, weekends, and holidays.

SOLUTION

What was the scope of their involvement?

Ambs Call Center is our after-hours answering service. When someone calls us on weekday evenings, weekends, and holidays, they’re automatically redirected to Ambs Call Center’s line. The Ambs Call Center representative records the caller’s information and a brief message in the call log. The rep asks different questions, depending on the issue; for instance, if someone is calling about a bat in their home, the rep asks if anyone was bitten. If necessary, the rep follows our phone tree to reach one of our health department representatives.

What is the team composition?

We don’t have a main point of contact. We generally call and speak to whoever is available. The entire team is very reliable and knowledgeable.

How did you come to work with Ambs Call Center?

I’ve only been with the Barry-Eaton District Health Department for a year, so I’m not sure how the partnership came about.  

How much have you invested with them?

We’ve spent somewhere in the range of $10,000–$50,000.

What is the status of this engagement?

My company began working with Ambs Call Center in 2017, and the engagement is ongoing.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

The public is more secure in their ability to reach us at all hours, which has fostered greater trust in the health department.

How did Ambs Call Center perform from a project management standpoint?

A receptionist from my team does a routine call on the first Monday of every month to ensure that the line is still active. We primarily communicate with them via email. My team lets them know when we will be closed for holidays; if we forget, Ambs Call Center is good about following up and asking whether we’re observing an upcoming holiday, and if they should plan to have their line available that day.

What did you find most impressive about them?

Ambs Call Center’s reliability is impressive. We can always call them, and someone picks up within one or two rings. It’s great to know we have such reliability, not only for ourselves but also for the public.

Are there any areas they could improve?

Everything has been great. It would be helpful to get more thorough documentation in the daily reports that they provide to us. However, if we ever have questions, we can call Ambs Call Center and get the information that we need, since they keep great call logs.

Any advice for potential customers?

They have a lot of capabilities and can accommodate companies of different sizes. You should determine ahead of time what you need from Ambs Call Center and who within your company will communicate with them. Establish a phone tree right away.

BACKGROUND

Please describe your company and your position there.

I’m the president of Lammers Heating & Air Conditioning, Inc., a full-service mechanical contractor. We provide 24-hour residential and commercial service, repairing and replacing all levels of heating and cooling equipment.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire AMBS Call Center?

Since we offer 24-hour services, a reliable call center is an important asset to us. We hired AMBS Call Center to provide real-time customer service.

What were your goals for this project?

We wanted to better serve our customers with a live answering service, rather than a pre-recorded message.

SOLUTION

How did you select this vendor?

We looked at local providers and narrowed our choice down to AMBS Call Center; we felt they were best-equipped to handle our needs.

Describe the project in detail.

AMBS Call Center handles all of our incoming calls on weekends, holidays, and after 5:00 PM on weekdays. They provide customer service.

What was the team composition?

I’ve engaged with AMBS Call Center’s representatives.

RESULTS & FEEDBACK

Can you share any outcomes from the project that demonstrate progress or success?

AMBS Call Center helps us serve our customers as efficiently as possible.

How effective was the workflow between your team and theirs?

Their representatives quickly send call information to our service technicians, and they ensure that our techs receive the information.

What did you find most impressive about this company?

AMBS Call Center efficiently sends information to our service technicians and reporting to me. Their representatives are easy to work with. We’ve never received negative customer feedback regarding AMBS Call Center.

Are there any areas for improvement?

At this point, I don’t.

BACKGROUND

Please describe your company and your position there.

I’m the VP of a full-service floor covering store for commercial and residential customers. We offer sales and installation of flooring, countertops, window treatments, area rugs, carpet cleaning, wood refinishing, and 24-hour water restoration.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire AMBS Call Center?

We needed to provide immediate responses for our 24-hour water emergency customers. We didn’t want them to just leave a message and hope for a response.

What were your goals for this project?

We wanted our customers to be greeted by a live person that can take their requests and direct the call to the appropriate person depending on the issue.

SOLUTION

How did you select this vendor?

I heard about them from the Jackson County Chamber of Commerce. They offered a solution that was very affordable.

Describe the project in detail.

They set up our telephone system to forward the calls that come in after hours to their office. They walked us through a set of questions and designed a process flowchart depending on the customers’ answers to the questions. We tested the process for a month and then readjusted as needed.

What was the team composition?

We’ve interacted with their sales team, technical team, and the phone operators, all of which seem to be well-trained and on the same page.

RESULTS & FEEDBACK

Can you share any outcomes from the project that demonstrate progress or success?

Within the first month, we were able to book jobs that we would have lost otherwise, which has more than paid for years of their monthly price.

How effective was the workflow between your team and theirs?

They’re very professional and prompt. We get a consistent service from all their members.

What did you find most impressive about this company?

The level of training for each employee is remarkable. Everyone that we speak to seems to have been briefed on our business, which is important for serving our needs. Their price is also impressive. There’s no way we could replicate what they do for what they charge. One client that calls after hours pays for an entire month of their services.

Are there any areas for improvement?

No. AMBS works exactly as promised and delivers a consistently professional service every time.

BACKGROUND

Please describe your company and your position there.

Jim Winter Auto Group is a New and Pre-Owned vehicle dealership with Service and Collision Centers along with retail vehicle detailing and Parts operations.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Ambs Call Center?

We needed phone coverage after hours for emergency customer issues and after-hours sales and service lead collection.

What were your goals for this project?

100% of our customers now talk to a human when they call into our facility for service.

SOLUTION

How did you select this vendor?

Personal Relationship with owners' families.

Describe the project in detail.

Answering phones and communicating messages or making emergency contact with a member of our staff when necessary.

What was the team composition?

Part time.

RESULTS & FEEDBACK

Can you share any outcomes from the project that demonstrate progress or success?

We have connected with and made sales to several customers based on information gathered by Ambs.

How effective was the workflow between your team and theirs?

Excellent

What did you find most impressive about this company?

Responsiveness and Reliablilty

Are there any areas for improvement?

None.

BACKGROUND

Please describe your company and your position there.

I’m the owner/operator of Trailer Consignments LLC, a trailer sales and rental business in Lansing, Michigan.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Ambs Call Center?

We needed auto-attendant call capture with call routing and voicemail options.

What were your goals for this project?

We wanted to give our clients options to communicate with us, get information, and leave a message.

SOLUTION

How did you select this vendor?

I’ve worked with AMBS with my other businesses. It was an easy choice.

Describe the project in detail.

The project involved providing Ambs with professionally produced auto-attendant messages as Wave (.wav) files from The Production Department, one of my other companies. The process was quite simple.

What was the team composition?

We worked with a single representative from Ambs.

RESULTS & FEEDBACK

Can you share any outcomes from the project that demonstrate progress or success?

Again, the process was very simple

How effective was the workflow between your team and theirs?

It was a very effective system. I never missed a call, and callers were able to leave messages 24/7.

What did you find most impressive about this company?

They were very good at following up.

Are there any areas for improvement?

None.

BACKGROUND

Please describe your company and your position there.

I'm the chief sales officer at ERA Reardon Realty, with eight offices serving Southern Michigan. 

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire AMBS Call Center?

We hired them for after-hours, weekend, and holiday call coverage. 

What were your goals for this project?

We wanted our after-hours leads to be answered by a live person to boost conversions.

SOLUTION

How did you select this vendor?

AMBS Call Center is local, and its owners are active in the business community.

Describe the project in detail.

They provide call coverage for three offices from 5:30 p.m. to 8:30 a.m. They work Monday through Friday, plus weekends and holidays. They forward calls and leads to around 45 of our agents. 

RESULTS & FEEDBACK

Can you share any outcomes from the project that demonstrate progress or success?

I love that callers get a personal greeting with our company name. It prevents frustration among people who don't want to end up in a voice mailbox. Their scripts are excellent, so all callers get the same experience. 

How effective was the workflow between your team and theirs?

It's excellent. We modify scripts and call flows as situations evolve.

What did you find most impressive about this company?

I appreciate their personal service. We can always review results, give feedback, and modify services.

Are there any areas for improvement?

No. 

OPPORTUNITY / CHALLENGE

Why does your firm need inbound services? Did you previously handle these needs in-house?

I never handled this in-house. My firm requires inbound services to foster a more engaging experience with our customers. We find phone communication, rather that text or email, let's our customers know we care about them.

How many inbound calls did your company handle every day? How much time did your employees spend on the phone every day?

We handle about 250 calls per day.

What challenge were you trying to address with the service provider?

Ambs Call Center is a well-known company and has the services we need to foster a more engaging experience for our customers.

SOLUTION

What was the scope of the service provider's involvement?

They process our orders and answer our calls.

Could you describe the pricing structure and how they billed you?

This is a short-term need, so we are on an hourly billing structure.

How did you come to work with this service provider?

We researched other companies online and Ambs seemed the most promising for us.

How would you assess the service provider for answering calls, customer service, and communication?

They are reliable and efficient in this regard.

How much time, in hours, does this service provider save you each month?

10 hours and $500 per week.

RESULTS & FEEDBACK

What takeaways and measures of success can you share about working with this service provider?

No company is as great as AMBS. We love how they have saved us money. Our company has become more profitable since using them and the client experience has improved significantly.

What are the service provider's strengths?

Everything. They are perfect.

How can the service provider improve?

Nothing. I am completely satisfied.

How long has your company been working with this service provider?

We have been together since October 30th, 2012 and it is ongoing.

How much money do you spend annually with this service provider?

$10,000 to $49,999.